Welcome!

Wearables Authors: Pat Romanski, Ram Sonagara, Teridion Blog, Tim Mullahy, Peter Silva

Blog Feed Post

Eptica enables businesses to increase revenue from customer service with new Multichannel Customer Interaction Suite

New features for knowledge based web chat, customer sentiment analysis, emotion-based routing and multichannel web self-service

Reading, 9 April 2013 Launched today, Eptica's Multichannel Customer Interaction Suite 8.2 has been developed to help businesses accelerate online sales and turn customer service into a revenue generator by meeting customers' increasingly high expectations across every channel and device.

Eptica is a unified solution for multichannel customer service which gives customers access to brands from multiple touch points: web, email, chat, mobile, phone and social media. Service on these channels has become mission critical to an organisations survival. Eptica version 8.2 has been made more powerful in four key areas - knowledge based proactive web chat, enhanced Web Self-service for web, social and mobile, customer sentiment analysis and emotion based routing across all digital interactions:

  • Eptica's proactive web chat solution is now integrated with the Eptica knowledgebase to improve the efficiency of every chat agent and increase conversion rates by up to 10x. Completely customisable rules of engagement allow chat sessions to be triggered by customer events (such as pausing on key pages, shopping baskets and forms), improving sales without pushing up costs. Enhanced co-browsing enables agents to remove road blocks on the customer journey, increasing successful online form submission by up to 25%.

Following its November 2012 acquisition of Lingway, Eptica has strengthened its multichannel customer service suite with one of the most powerful multilingual semantic analysis engines on the market, delivering functionality that helps increase sales and improve the customer experience.

  • Automatic detection of customer sentiment and analysis across all digital channels. Companies can now analyse the tone of every customer interaction, whether on social media, email, forms, surveys, or digitised letters and faxes, delivering vital insight into customer sentiment about product and brand. This can then be used to identify emerging issues, service problems and root causes in order to improve the customer experience, and sales.

  • Emotion-based routing allows all incoming digital enquiries to be automatically routed based on the content and tone of the customer's question. For example, difficult or complicated enquiries could be directed to a specialist team, urgent enquiries prioritised and happy customers automatically offered the chance to complete a feedback survey.

  • Enhanced Web Self-service provides unlimited flexibility and leverages responsive design to create the best customer experience across the web, social media, iPhone, iPad, Android and Smart TV channels. Self-service options can now be quickly added to any point on a website, helping customers find the answers they need to complete their purchase. Customer service answers can also be automatically displayed through existing product search boxes, and Self-service widgets can display context sensitive help related to the product or service the customer is researching or buying.

Eptica's customer interaction suite is powered by a centralised platform comprising an omnichannel workflow engine which analyses incoming interactions (email, letter, fax, Facebook and Twitter messages) and applies business rules based on the nature of contact to ensure customer requests are automatically routed to the right person to get a fast answer. Each channel on which Eptica is deployed is supported by the same centralised, self-learning knowledgebase, providing a single source of customer service information to deliver consistent answers and quality of service however the customer chooses to make contact. Eptica's natural language, semantic search engine is vital for delivering, fast accurate answers. Multichannel analytics provide a global overview of service efficiency and invaluable customer insight on customer issues and requirements.

"Today delivering the right customer experience is mission critical in the fight for customer revenue," said Olivier Njamfa, CEO and president, Eptica. "Through these enhanced features in the Eptica Multichannel Customer Interaction Suite, organisations can transform their customer service to create competitive advantage and increase sales. With our platform, consumers can now access the information they need to complete the customer journey whatever their channel or device, delivering an instant boost to company revenues. The Eptica Multichannel Customer Interaction Suite 8.2 turns service excellence into increased profits, improving the bottom line."

The Eptica Multichannel Customer Interaction Suite 8.2 is available from 8 April 2013, either deployed on premise or as a SaaS solution.

-ends-

About Eptica
Eptica is a global provider of multichannel customer interaction software, including Web Self-service, Social Customer Service, Email Management, Chat, Fax-Letter- SMS and Knowledge management for Customer Service. Available on premise or SaaS, Eptica software enables website and customer service channels to improve quality of service, resolve enquiries faster, reduce costs and maximize every sales opportunity. Today more than 400 customers, including some of the world's largest brands, in 15 countries, use Eptica solutions to deliver excellent customer service at much lower cost. Eptica's customers include: Dixons, Domestic & General, Haven Holidays, TUI, Debenhams, Virgin Holidays, Capita and Ageas Insurance Solutions.

Eptica is based in the UK, France, Spain and Singapore and operates worldwide through its network of partners. The company's continuing innovation and strong performance resulted in Eptica's inclusion in Gartner's 2012, 2011 and 2010 Magic Quadrants for Web Customer Service.

For further information, please contact:
Measures Consulting
Chris Measures +44 (0) 7976 535147/ [email protected]
Uday Radia +44 (0) 7940 584161/ [email protected]

Read the original blog entry...

More Stories By RealWire News Distribution

RealWire is a global news release distribution service specialising in the online media. The RealWire approach focuses on delivering relevant content to the receivers of our client's news releases. As we know that it is only through delivering relevance, that influence can ever be achieved.

@ThingsExpo Stories
SYS-CON Events announced today that Avere Systems, a leading provider of enterprise storage for the hybrid cloud, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Avere delivers a more modern architectural approach to storage that doesn’t require the overprovisioning of storage capacity to achieve performance, overspending on expensive storage media for inactive data or the overbuilding of data centers ...
SYS-CON Events announced today that Alert Logic, Inc., the leading provider of Security-as-a-Service solutions for the cloud, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Alert Logic, Inc., provides Security-as-a-Service for on-premises, cloud, and hybrid infrastructures, delivering deep security insight and continuous protection for customers at a lower cost than traditional security solutions. Ful...
SYS-CON Events announced today that Interoute, owner-operator of one of Europe's largest networks and a global cloud services platform, has been named “Bronze Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2015 at the Javits Center in New York, New York. Interoute is the owner-operator of one of Europe's largest networks and a global cloud services platform which encompasses 12 data centers, 14 virtual data centers and 31 colocation centers, with connections to 195 ad...
Companies can harness IoT and predictive analytics to sustain business continuity; predict and manage site performance during emergencies; minimize expensive reactive maintenance; and forecast equipment and maintenance budgets and expenditures. Providing cost-effective, uninterrupted service is challenging, particularly for organizations with geographically dispersed operations.
SYS-CON Events announced today that Commvault, a global leader in enterprise data protection and information management, has been named “Bronze Sponsor” of SYS-CON's 18th International Cloud Expo, which will take place on June 7–9, 2016, at the Javits Center in New York City, NY, and the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Commvault is a leading provider of data protection and information management...
SYS-CON Events announced today that VAI, a leading ERP software provider, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. VAI (Vormittag Associates, Inc.) is a leading independent mid-market ERP software developer renowned for its flexible solutions and ability to automate critical business functions for the distribution, manufacturing, specialty retail and service sectors. An IBM Premier Business Part...
With an estimated 50 billion devices connected to the Internet by 2020, several industries will begin to expand their capabilities for retaining end point data at the edge to better utilize the range of data types and sheer volume of M2M data generated by the Internet of Things. In his session at @ThingsExpo, Don DeLoach, CEO and President of Infobright, will discuss the infrastructures businesses will need to implement to handle this explosion of data by providing specific use cases for filte...
Cognitive Computing is becoming the foundation for a new generation of solutions that have the potential to transform business. Unlike traditional approaches to building solutions, a cognitive computing approach allows the data to help determine the way applications are designed. This contrasts with conventional software development that begins with defining logic based on the current way a business operates. In her session at 18th Cloud Expo, Judith S. Hurwitz, President and CEO of Hurwitz & ...
Fortunately, meaningful and tangible business cases for IoT are plentiful in a broad array of industries and vertical markets. These range from simple warranty cost reduction for capital intensive assets, to minimizing downtime for vital business tools, to creating feedback loops improving product design, to improving and enhancing enterprise customer experiences. All of these business cases, which will be briefly explored in this session, hinge on cost effectively extracting relevant data from ...
SYS-CON Events announced today that Pythian, a global IT services company specializing in helping companies adopt disruptive technologies to optimize revenue-generating systems, has been named “Bronze Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2015 at the Javits Center in New York, New York. Founded in 1997, Pythian is a global IT services company that helps companies compete by adopting disruptive technologies such as cloud, Big Data, advanced analytics, and DevO...
As enterprises work to take advantage of Big Data technologies, they frequently become distracted by product-level decisions. In most new Big Data builds this approach is completely counter-productive: it presupposes tools that may not be a fit for development teams, forces IT to take on the burden of evaluating and maintaining unfamiliar technology, and represents a major up-front expense. In his session at @BigDataExpo at @ThingsExpo, Andrew Warfield, CTO and Co-Founder of Coho Data, will dis...
With the Apple Watch making its way onto wrists all over the world, it’s only a matter of time before it becomes a staple in the workplace. In fact, Forrester reported that 68 percent of technology and business decision-makers characterize wearables as a top priority for 2015. Recognizing their business value early on, FinancialForce.com was the first to bring ERP to wearables, helping streamline communication across front and back office functions. In his session at @ThingsExpo, Kevin Roberts...
SYS-CON Events announced today that iDevices®, the preeminent brand in the connected home industry, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. iDevices, the preeminent brand in the connected home industry, has a growing line of HomeKit-enabled products available at the largest retailers worldwide. Through the “Designed with iDevices” co-development program and its custom-built IoT Cloud Infrastruc...
Eighty percent of a data scientist’s time is spent gathering and cleaning up data, and 80% of all data is unstructured and almost never analyzed. Cognitive computing, in combination with Big Data, is changing the equation by creating data reservoirs and using natural language processing to enable analysis of unstructured data sources. This is impacting every aspect of the analytics profession from how data is mined (and by whom) to how it is delivered. This is not some futuristic vision: it's ha...
Silver Spring Networks, Inc. (NYSE: SSNI) extended its Internet of Things technology platform with performance enhancements to Gen5 – its fifth generation critical infrastructure networking platform. Already delivering nearly 23 million devices on five continents as one of the leading networking providers in the market, Silver Spring announced it is doubling the maximum speed of its Gen5 network to up to 2.4 Mbps, increasing computational performance by 10x, supporting simultaneous mesh communic...
The cloud promises new levels of agility and cost-savings for Big Data, data warehousing and analytics. But it’s challenging to understand all the options – from IaaS and PaaS to newer services like HaaS (Hadoop as a Service) and BDaaS (Big Data as a Service). In her session at @BigDataExpo at @ThingsExpo, Hannah Smalltree, a director at Cazena, will provide an educational overview of emerging “as-a-service” options for Big Data in the cloud. This is critical background for IT and data profes...
SYS-CON Events announced today that Men & Mice, the leading global provider of DNS, DHCP and IP address management overlay solutions, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. The Men & Mice Suite overlay solution is already known for its powerful application in heterogeneous operating environments, enabling enterprises to scale without fuss. Building on a solid range of diverse platform support,...
One of the bewildering things about DevOps is integrating the massive toolchain including the dozens of new tools that seem to crop up every year. Part of DevOps is Continuous Delivery and having a complex toolchain can add additional integration and setup to your developer environment. In his session at @DevOpsSummit at 18th Cloud Expo, Miko Matsumura, Chief Marketing Officer of Gradle Inc., will discuss which tools to use in a developer stack, how to provision the toolchain to minimize onboa...
SYS-CON Events announced today that Fusion, a leading provider of cloud services, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Fusion, a leading provider of integrated cloud solutions to small, medium and large businesses, is the industry's single source for the cloud. Fusion's advanced, proprietary cloud service platform enables the integration of leading edge solutions in the cloud, including clou...
Most people haven’t heard the word, “gamification,” even though they probably, and perhaps unwittingly, participate in it every day. Gamification is “the process of adding games or game-like elements to something (as a task) so as to encourage participation.” Further, gamification is about bringing game mechanics – rules, constructs, processes, and methods – into the real world in an effort to engage people. In his session at @ThingsExpo, Robert Endo, owner and engagement manager of Intrepid D...